We make decisions based on what we think is fair and reasonable, accounting for the unique circumstances of each case we receive. We anonymise our decisions and write them in a way that prevents the person or small business complaining from being identified.
This database holds all the final decisions we’ve published since 1 April 2013 under the Financial Services and Markets Act 2000, as amended by the Financial Services Act 2012.
Your search returned 386796 results
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Decision Reference DRN-5462156
25 Nov 2025 M & G Securities Limited UpheldInvestmentsDRN-5462156 The complaint Mr H complains M & G Securities Limited (‘M&G’) set up a direct debit on his bank account after his account with M & G had been closed. He says this caused him distress and inconvenience. What happened Mr H had an investment account with M&G. He... (3 pages)View decision -
Decision Reference DRN-5899555
25 Nov 2025 Openwork Limited Not upheldMortgagesDRN-5899555 The complaint Mr P and Miss M complain that a mortgage broker working for Openwork Limited trading as The Openwork Partnership wrongly calculated the amount to repay their Help to Buy loan. They said they only found out at the last minute they needed to pay £2,000 more to mo... (4 pages)View decision -
Decision Reference DRN-5973636
25 Nov 2025 Nationwide Building Society Not upheldConsumer CreditDRN-5973636 The complaint Miss W complains that Nationwide Building Society (“Nationwide”) irresponsibly provided her with a personal loan. What happened Nationwide provided Miss W with a personal loan in July 2021 for £10,000, repayable over a 60-month term, with a total amount payabl... (8 pages)View decision -
Decision Reference DRN-5975114
25 Nov 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-5975114 The complaint H complains NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY unfairly froze its account on more than one occasion leading to missed mortgage payments that have since caused considerable problems. What happened H, a partnership, has an account with NatWest. H ow... (2 pages)View decision -
Decision Reference DRN-5975214
25 Nov 2025 LeasePlan UK Limited UpheldConsumer CreditDRN-5975214 The complaint Mr C complains about charges LeasePlan UK Limited (LeasePlan) asked him to pay when he returned a car at the end of a lease. What happened The detailed background to this complaint is well known to both parties. So I’ll only provide a brief overview of some of ... (3 pages)View decision -
Decision Reference DRN-5761202
25 Nov 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5761202 The complaint Mrs M and Mr M complain about NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (‘NW’) defaulting their accounts. What happened While I might not comment on everything (only what I consider key) this is not meant as a discourtesy to either party – it reflects my... (3 pages)View decision -
Decision Reference DRN-5569700
25 Nov 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5569700 The complaint Mr R complains that Bank of Scotland plc trading as Halifax (Halifax) unfairly closed his accounts without providing a proper explanation. Mr R H says this caused him unnecessary stress and worry. What happened Mr R had a current account, savings account and c... (3 pages)View decision -
Decision Reference DRN-5837299
25 Nov 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5837299 The complaint Mr M is unhappy with how Aviva Insurance Limited (Aviva) has handled his private medical insurance claim and with the worry and stress that was caused as a result. What happened Mr M has a private medical insurance policy through his employer which started on 1... (3 pages)View decision -
Decision Reference DRN-5711444
25 Nov 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5711444 The complaint Mr G is unhappy his claim was declined by Aviva Insurance Limited (“Aviva”) under his home insurance policy as Aviva said the damage wasn’t caused by an insured event. What happened Mr G made a claim to Aviva when water was coming into his property from outside... (2 pages)View decision -
Decision Reference DRN-5956200
25 Nov 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5956200 The complaint Mrs M complains that Monzo Bank Ltd (“Monzo”), have failed to refund money that she lost as part of an investment scam. What happened Mrs M came across three companies that purported to be investment firms, but they were actually scams. I will call these firm... (3 pages)View decision
